RAD ports

[Mitelpassion]

hi, for the umpteenth time I have rad ports and rad hunt groups that go into DND for no reason - or at least that's what I think.

I have played with the message timers with no luck. It's a high call volume call centre - not sure if this is relevant.

i've read many reasons why rad ports go into dnd. the most published one is the timers.

any ideas would be appreciated. why are these ports going into dnd sporatically?

E

 

[TheMitelGuy]

Was the switch rebooted? Can you show us your RAD (HG) programming?

 

[Mitelpassion]

yes, the switch was rebooted. stale tasks and nothing worked hence the reboot.

what do you mean by show my hg rad programming?
it's basically rad type hunt group with 4 members. terminal hunting and phase ring timer is set to 1.
was this what you were asking?

thanks
E

 

[kwbMitel]

System Type?

What Are you using for RADS?

Post Timers from COS

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If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Mitelpassion]

3300 ICP release 7.1 UR1, using embedded vm for rads in an acd path,

timers are:
answer plus delay to message timer - 30
answer plus expected off hook timer - 40
answer plus message lenght timer - 30

 

[kwbMitel]

What is the actual length of the message?

If more than 1 please provide the length of all.



*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Mitelpassion]

length is about 26 secs. just one message

 

[kwbMitel]

OK, Here goes

Answer Plus Delay to message timer. This timer primarily controls the length of time the system will wait before presenting a call to the RAD. It also controls the time between repeats. This timer harkens back to the good old days when tape machines were used to play messages and rewind time was required to setup for the next call. With Embedded VM as the source, this number should be fairly low (<=5 Seconds)

Answer Plus Expected Offhook timer - If the Port stays offhook past this value it may put the port in DND. This is probably the source of your issue.

Answer Plus Message Length timer - This timer should equal the length of your message with some room to spare.

Try the following values

answer plus delay to message timer - 5
answer plus expected off hook timer - 255
answer plus message lenght timer - 30

Make sure the system doesn't wait for the expected off hook timer to expire before presenting another call.

Good Luck








*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Mitelpassion]

thanks will give this a bash.

a few thoughts though. if the answer plus delay to message timer controls how long the system will take before presenting a call to the rad or the time between repeats, how come the default value is 20? makes no sense

what does the answer plus off hook timer mean. is this not the same amount of time as the length of the message?

 

[kwbMitel]

The Expected offhook timer allows for the message length AND the reset time required to prepare to play the next message. The default message length is 10 seconds and the default off hook 20 seconds. Quite reasonable when you have tape technology. The defaults have not been updated to reflect the new technology.

*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Mitelpassion]

you said to make the expected off hook timer 255. what if the system doesn't play the rad message until 255 has elapsed?

if indeed the expected off hook timer is message length and reset time why make it 255 in the first place?

thanks for the advice
E

 

[kwbMitel]

Good point but you probably missed my note that specify's to test this.

"Make sure the system doesn't wait for the expected off hook timer to expire before presenting another call."


*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Mitelpassion]

nope didn't miss it. only wanted to understand the timer completely. thought you've maybe dealt with in the past or have specific experience with this...

thanks for the help

E

 

[kwbMitel]

I Usually don't resort to these extremes but As you've been doing this for the umpteenth time, I thought we should try.

I am going to try this on a new Hotel I'm installing.

Let me know how it goes for you.

*******************************************************
If we don't take care of the customer, Maybe they'll stop bugging us.

 

[Mitelpassion]

tnx will do